When you report a repair, we’ll need to know: What’s gone wrong (the more details, the better) When you’ll be in Your contact number (day and evening) If it’s the boiler, the make and model To make sure we’re concentrating on the bigger stuff (like new kitchens and bathrooms), we ask you to handle some of the smaller jobs. Want to double check what’s your responsibility? Check out our guide. <ADD ANCHOR LINK>
Use My Account It’s quick and easy, and available 24 hours a day, 7 days a week. You can also track your existing repair requests. Find out more Call us Our Customer Hub call centre is open Monday to Friday from 8am to 6pm. 0300 111 0000 0300 111 0000
Not all repairs are equal. We look at how urgent it is and then prioritise: Emergency target: Within 24 hours Non-Urgent target: Within 20 working days Urgent target: Within 5 working days Major (multi-trade/specialist) target: Within 60 working days Pre-inspections target: Within 10 days Any surveyor visits that are needed will be done in 10 days.
Emergencies are repairs that can affect your health, safety, or security. We’ll aim to be there within 24 hours. If we can’t fully fix it right away, we’ll make it safe first and return later to finish the job. Examples of emergencies No heating or hot water (especially in winter or if you’re vulnerable) No cold water at all (double-check with neighbours first) Major leak or electrics getting wet Your only toilet is blocked or won’t flush Complete power cut Electrical fittings that look unsafe (e.g. scorched, smoking) Broken lock or door that won’t secure Smashed window causing a security issue Faulty lift Blocked sewage or bin chute Serious cases of damp and mould If you have an emergency repair Call us straight away 0300 111 0000 0300 111 0000 If you smell gas Call Cadent straight away 0800 111 999 0800 111 999
Rechargeable repairs are repairs you might have to pay for. We pay for a lot of repairs, but sometimes you might need to chip in. When you might be charged It’s something you’re responsible for The damage was caused by accident, misuse, or neglect We need to fix the place after your tenancy ends You call us out for an “emergency” that’s not an emergency You miss an appointment or don’t let us in Costs We’ll charge what it costs us to do the job and any admin charges Recoverable costs You may be asked to cover legal costs if we need to act (e.g. to access your home for essential health and safety checks like gas safety, damp and mould, electrical safety, and disrepair work). When you won't be charged Damage was caused by a crime (if you’ve got a police reference) It’s normal wear and tear Not happy with a decision? Chat to us – we’ll try to sort it informally Still not sorted. You can make a formal complaint See our Complaints, Comments & Compliments Policy
If you’re unsure about anything, ask us. We’re here to help and want to look after you. We want you to feel safe, supported, and comfortable in your home. Our Repairs & Maintenance Policy explains how we handle repairs and what’s expected from you as a tenant. Healthy habits to beat damp and mouldPDF (231 KB) PDF (231 KB) For easy ways to keep your home in good nick all year round Download
